IPD Group www.ipdgroup.com.au
Employing over 160 professional people in areas such as engineering, sales and logistics, IPD is a privately owned Australian company with a national footprint servicing the electrical industry.
IPD having heavily adopted Microsoft Dynamics to handle their workflow, CTI deployed a contact centre solution which mines the Dynamics database prior to routing the call. Decisions can be made about the staff member best equipped to handle the customer and to prioritise VIP customers.
Prior to answering the call, agents are presented with open service and sales tickets for each customer, creating a more professional experience and saving time. In busy times, rather than customers needing to wait in the queue, they can opt to be called back when their call gets to the front of the queue or at a time that suits them.